911 service (click here to read how digital phone 911 service is different from regular landline 911)

911 Dialing

City Wide Communications offers a form of 9-1-1 service (9-1-1 Dialing) that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with Enhanced 9-1-1 service (E9-1-1) available in most locations in conjunction with traditional telephone service. With both traditional 9-1-1 and E9-1-1 service, your call is sent directly to the nearest emergency response centre. In addition, with E9-1-1 service, your call back number and address are visible to the emergency response centre operator. With City Wide Communications’s 9-1-1 service, your call is sent to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number since the operator may not have this information. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again.

Your 9-1-1 Dialing service is activated when you subscribe to City Wide Communications service. You should ensure your location information that you provided when you registered with City Wide Communications is kept current at all times. In case you are not able to speak during the 911 call, the call taker will dispatch emergency response vehicles to your last registered address. Remember that you must update your 9-1-1 Dialing information if you move your device to a different location, travel in Canada with your adapter, and/or if you add a new line to your account. You can update your 9-1-1 Dialing address information from your web account.

Remember that the 9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or City Wide Communications service is suspended or terminated.

You should inform any household residents, guests and other persons who may be present at the physical location where you utilize the City Wide Communications service, of the important differences in and limitations of VoIP 9-1-1 Dialing service as compared with E911 service, as set out above.

Traveling with 911

Unlike traditional phone lines, you can use City Wide Communications anywhere. City Wide Communications service is portable to any location with broadband Internet access. Since City Wide Communications uses the address you provide to determine the nearest emergency response centre, when you move or travel with your phone adapter within Canada, you must update your new location. You can update your 9-1-1 Dialing address information from your web account. Customers traveling outside of Canada will not have 9-1-1 Dialing services.

1. Not all areas can transfer/keep your same existing telephone number.